IT Analyst

Job Summary:
This Dallas, TX-based role focuses on providing end-user support, IT infrastructure monitoring, and technical assistance.

Responsibilities:

• Provide hands-on technical support for hardware, software, and network-related issues.

• Troubleshoot and escalate network, server, and infrastructure performance problems as needed.

• Serve as Level 1 Helpdesk support for PCs, phones, and other IT hardware.

• Facilitate user training programs, including coordinating with external trainers for specialized topics.

• Assist in managing outsourced IT vendors and service providers.

• Respond to alerts and incidents, following established escalation protocols.

• Ensure timely resolution of service requests and incidents in accordance with business SLAs.

• Support end-users by providing technical assistance and training as needed.

• Enforce IT security best practices and compliance with company policies.

• Assist the CISO with security initiatives to ensure adherence to governance, industry regulations, and legal standards for audit readiness.

• Develop and maintain standard operating procedures and user documentation to enhance IT capabilities.

• Oversee IT asset management, including deployment, returns, replacements, and lifecycle tracking.

• Stay up to date with emerging IT tools, controls, and best practices to enhance business support.

Qualifications:

• Bachelor's degree or equivalent relevant experience.

• Basic knowledge of IT infrastructure, system monitoring, and asset management.

• Strong troubleshooting, analytical, and problem-solving skills.

• Ability to interpret technical manuals and documentation.

• Capable of conducting research on system performance issues and IT products.

• Strong interpersonal and relationship-building skills.

• Excellent written and verbal communication in English.

• Self-motivated with strong time management skills.

• Ability to prioritize tasks and work effectively in high-pressure environments.

• Experience in collaborative, team-based settings.

• Strong customer service mindset with patience and active listening skills.

Preferred Skills:

• Experience with Helpdesk Services.

• Knowledge of SharePoint.

• Understanding of cybersecurity fundamentals.

Travel Requirements:

• Up to 15% domestic travel to company locations.